Complaints
If something has gone wrong, tell us. Every complaint is recorded, investigated and answered in writing.
Who we are. PREFLOOR LTD supplies payment orchestration technology and acts as an agent introducing merchants to licensed payment providers. We route transactions, provide reporting and support. We do not hold, safeguard or settle funds, we do not issue payment instruments, and we do not operate accounts for merchants or their customers. Settlement is carried out by licensed payment institutions, electronic money institutions and acquirers under their own agreements with the merchant.
1. What we can and cannot resolve
We can deal with complaints about our technology, routing, reporting, support and conduct. We cannot resolve matters that belong to a licensed payment partner - settlement timing, reserves, holds and account decisions are governed by your agreement with that partner and by its own complaints procedure. Where a complaint concerns a partner, we will say so, tell you who to address, and pass the complaint on with your consent.
2. How to complain
Write to business@prefloorltd.com with the subject line "Complaint" and include:
- your company name and merchant identifier, if you have one;
- the name and position of the person complaining;
- what happened, and on which dates;
- transaction references, where the complaint concerns specific payments;
- what outcome you are asking for;
- any documents or screenshots that support the complaint.
3. How we handle it
| Stage | Timing |
|---|---|
| Acknowledgement, with a reference number and the name of the person handling it | Within 2 business days |
| Substantive written response | Within 15 business days of receipt |
| Where the matter is complex and more time is needed, a holding response explaining why and giving a revised date | Within 15 business days, with resolution no later than 35 business days |
The complaint is handled by someone who was not directly involved in the events wherever that is possible.
4. If you are not satisfied
Reply to our response and ask for the matter to be escalated to the director. Set out what in our answer you disagree with. Escalated complaints are reviewed and answered within a further 15 business days.
Nothing in this procedure limits your right to pursue the matter through the courts of the Republic of Cyprus, or to raise the matter with the relevant licensed partner or its regulator where it concerns them.
5. Data protection complaints
For complaints about how we handle personal data, see the Privacy Policy. You may also complain to the Office of the Commissioner for Personal Data Protection of the Republic of Cyprus.
6. Records
We keep a record of every complaint, its subject, its outcome and how long it took, and review those records to find recurring causes.